CE Specialist, Voice | Fixed-Term

The Voice team is Client Engagement’s premium support channel for high-value clients, providing voice support through the Kraken apps. We deliver exceptional white-glove service that is fast, clear, and trustworthy, earning loyalty through the Voice 'friend experience' and shaping each client’s journey into a 6-Star experience. Join a fast-paced frontline team and shape Kraken client journeys.

Responsibilities

Answer inbound Voice calls with friendly, professional service and drive quick, accurate resolutions; Clarify client goals, provide education on Kraken products and services, and guide funding, trading, and other account activities; Test new products and features to develop expertise that resolves issues end-to-end and responsibly position products where they fit; Build client relationships, identify growth opportunities, and connect clients with Kraken products that meet their needs; Achieve goals with your manager, contribute to team discussions and 1:1s, and help improve the client experience through feedback and growth projects

Requirements

2+ years of experience in a customer service or business support role where you’ve proven to be a pro at delivering a 5-star experience, which can be within retail, hospitality, or a customer service center; Willingness to work shifts on a 24/7 rotating schedule, including evenings and weekends; Exceptional attention to detail, with strong workflow accuracy and process adherence; Highly organized, with excellent time management across multiple priorities in a fast-paced environment; Fluency in both English and Spanish at native-like level; Quick to grasp new concepts, systems, and process changes, and skilled at explaining complex procedures clearly to clients and internal stakeholders; A foundational understanding of how crypto trading works, with the eagerness to deepen that knowledge as Kraken’s product suite grows; Comfortable with Zendesk and knowledge bases and able to multitask with poise

Nice to have

Proficiency in Portuguese